Escalated Administrators
When an Agency Admin begins to escalate what is the first thing you should do?
Try and defuse the situation
Has an issue in a "Review" status been taken up by Solutions/Engineering?
No. Review means it is awaiting the RAIL meeting to be brought up to Solutions and Engineering.
What should be sent to the client before the case comes over to tier 2?
Direct to tier 2 template.
What page do you create the final invoice from?
The billing page
Is Viventium a Supported payroll company?
It is an unofficially supported payroll company. We have an export that can be enabled but we do not enter rate codes for this export
What are a few terms you should avoid using when speaking to an Administrator? (Internal Support Verbiage)
JIRA, QBD, QBO, in general abbreviations for things we are familiar with, but the Administrator may not be.
When an Admin calls or emails in to report an issue, what is the most important thing not to say to them?
"This is a known issue"
Before attaching a case to an issue, what must be in the T2/T3 section of the case?
An example of the issue within the agencies site.
Do all shifts in the future need to be cancelled?
Yes
What setting in Admin Panel turns on the ability to select Per Visit rates in an Authorization?
100 Bonus points which section is it under?
Allow non hourly authorizations
Accounting Preferences
What are a couple ways you can empower the Administrator?
1. Educate the Administrator, walk them through how to avoid the specific situation going forward, or provide and walk through work around (if there is one) if it is an issue with the system they are upset about.
2. Provide CRC articles in your follow up if the problem is a training issue.
If a JIRA shows "Resolved" does this mean the issue is resolved?
No. Typically, when engineering resolves the issue and the QA team does their verification, the JIRA status goes to resolved. Once the resolution is deployed, the JIRA status will go to closed.
Admin calls in and reports an issue that is known to you. How do you address this?
Ask them to walk you through the steps of what is occurring for them as if you have never heard of the issue before. Once you have all the details, add the example to the T2 section of the case and let the Admin know you will be further investigating this and will follow up as soon as you know more.
When can the final invoice be created for an AB client who is ending services?
After the last day the client receives services so that all actualized shifts can be properly reconciled.
What is the difference between a Look and a Dashboard in Analytics?
A look is a one off report. A Dashboard and have more than one report in one view.
Can we provide an ETA to Administrators for when an issue will be resolved?
We cannot provide an ETA, as things can arise upon deployment, or in QA so we never want to provide false hope. However, we can let them know we will let them know as soon as we know more.
What does an issue in "Open" status mean?
Open status means that the issue has been taken up by Solutions/Engineering and has JIRA ticket created.
If an issue is in deferred status how should you handle the case?
When selecting the "Invoice" button from the Billing Page, what needs to be done in the pop up window when creating the final reconciliation invoice?
Be sure to uncheck the box next to "Include advance billing on shifts from [date] to [date]" so that the client is not advance billed for any remaining scheduled services
Can an agency connect multiple WellSky sites to one QuickBooks Online account.
No. Currently it is a one to one connection.
1 WellSky Site to 1 QuickBooks Online account.
(Internally, the ability to connect multiple is in the works)
What do you do if a agency admin is on the line and begins to get loud/yelling and swear?
Stay calm, and remember not to match their tone. Express empathy. Once you are off the call, make sure to inform your lead about the call.
What does an issue in "Deferred" status mean?
Deferred means that a JIRA was created but it will not be prioritized in the next 6 months. Therefore, we can attach the case to the issue, but close the case out with the deferred wording. (The deferred wording will typically be in the Notes of the issue, but if its not and you aren't aware of it reach out to T2)
Name 4 important details that should be included in a Tier 2 Write up.
100 Bonus points if you can name 6 important details that should be included.
1.What the issue is
2.Relating profile or invoice or payment links
3.What have you already tried?
4.Expected outcome
5.Reproducible? Steps to reproduce
6.Relevant screen shots or video recordings attached to the case.
How does an agency reconcile the final invoice if a large payment is owed back to the client but they want to zero out their receivables.
An expense would need to be added to the final invoice in the amount owed to the client to zero out the invoice.
When posting for help in the General Room, what should be provided in the initial post?
1. What the issue is
2. Which profiles/invoices/etc. it is affecting
3. What you already attempted to try and resolve
4. Subdomain and case #
5. Relevant screen shots/video recording if applicable